Rug & Home — Local services in Pineville

Great couch, absolutely terrible experience. We ordered a couch and an accent chair on July 1st, were told it would be about 6 weeks until we could get it - Fast forward to October 10th, the day we finally received our order. And it would have been who knows how much longer if we didn't actually go to the manufacturer in Virginia to pick it up ourselves. So, that's the first thing.

I can almost always tolerate delays like this, especially now when everybody's having a hard time because of COVID-19. However, whenever we called asking for an update, we were always given some ambiguous answer. There was a period of time in our wait where we would call, only to be told they would call us back with more answers and never call us back. We could then call back, and only then would they talk to us. That happened several times. We NEVER got a clear answer on what was going on, or why delays kept happening (Like I mentioned before, we were told about 6 weeks, and then after 6 weeks we were told "early September," and then in early September, we were told "maybe another 6 weeks, plus another 5-6 weeks until it would ship").

In addition to all of this, we have witnessed firsthand that the company treats their employees very terribly. They'll fire people for not meeting commission (and not give them warning), they'll have people work customer service in addition (where they would not make commission), but still look at their commission the same as other employees, and they'll have people start working full-time hours, but then fire them right before having to file them for full-time employee benefits. Just awful.

2 1/2 months into living in our new apartment, and we finally have our living room furniture. The furniture is very nice and we are very happy with it, which is such a relief because of how horrible this whole experience has been with...

On August 19th & 20th I went into Rug & Home to purchase a rug for my front door foyer. I purchased a rug and rug pad. The cashier was on the phone and I waited for ten minutes and I asked is there anyone else that can ring me up? Finally the manager who is new tried to ring me up. The same situation happen the next day the cashier was speaking to a customer about an order and another lady took the rug and rug pad that I was returning and said you have to wait not in a pleasant tone. Again a long wait and no one acknowledge that they would find someone else to ring me up. I had to ask three times for another person to ring me up. I purchased a 5x8 rug pad for $64.99 and Halls Flooring and Carpet sells the same brand for $60.00. I asked a salesperson would they match the price and she said they only match Amazon. So I said Amazon is cheaper and she said no I won't match any other companies prices. The customer service in this store is not customer friendly. If you have a customer at the counter waiting to be rung up and the cashier is on a very long phone call have another person ring up the customer. It is not good business practice to make your customers wait when you have alot of people in the store not waiting on customers and no one offering to assist you. When I mention this feedback to the salesperson she said I was frustrated. This person doesn't know me so how do you know what my emotions are. It is polite to acknowledge a customer and to ring them up in a timely manner if you have people available. I will not shop in this store anymore due to the lack of customer service. The staff needs customer service training and the salespeople need to listen to what the customer is looking for when they tell them. The want a sale so bad that they sell...

What an awful experience. I entered the store and was welcomed by a very nice lady named Maddie who was quite helpful in helping me pick out a rug for my bedroom. It was quite an expensive rug, but had a large sale sign on it marking it down just into my price range. Great!.... until checkout.

That's when we were told the rug was actually THREE TIMES more expensive. We showed the sale sign that was attached to the rug and had a matching SKU # assigned to it. This lady, Lynn, told me she had to check because she thought it was more. She scanned the rug three times and couldn't come up with a number - another coworker kept telling her it wasn't popping up. Throughout this whole experience, the staff did not explain the issue, they just ignored us while we watched them and tried to surmise what was going on.

Eventually, Lynn comes up and asks, "did you think this rug was _?" To which I answered, "well, yes. That's the price on the tag." She told us that while she COULDN'T FIND THE PRICE, she wouldn't sell it to me because she thought it should be more expensive.

All of this was done with the worst customer service I've ever experienced and zero explanation about what happened and indeed acted like I was the one in the wrong for even thinking this rug was the price that they had it listed for.

The best part is that if this situation had been handled in an even remotely professional manner, I would have purchased a different rug that I liked.

0 stars if I could. I would never...